What are the responsibilities and job description for the Sr. IT Support Analyst position at Jobgether?
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. IT Support Analyst based in Canada.
This is an excellent opportunity for an experienced IT professional to take on a senior technical support role within a fast-paced managed services environment. You will serve as the primary escalation point for complex technical issues while contributing to infrastructure projects, system maintenance, and continuous service improvement. Working with modern cloud and enterprise technologies, you will help ensure reliable IT operations for a diverse client base while mentoring junior team members and promoting technical excellence. This role is ideal for someone who enjoys troubleshooting challenging environments, collaborating across teams, and delivering exceptional customer service with a proactive mindset.
- Act as the primary escalation point for complex hardware, software, networking, and infrastructure issues, delivering advanced troubleshooting and timely resolution.
- Manage and prioritize support requests in accordance with established service level agreements while maintaining clear communication with clients throughout the resolution process.
- Monitor client systems using remote monitoring and management (RMM) tools, proactively addressing alerts, performance issues, software updates, and system health.
- Perform server administration tasks including patch management, vulnerability remediation, performance tuning, and ongoing maintenance.
- Contribute to client infrastructure projects such as cloud migrations, server upgrades, network deployments, and office technology rollouts.
- Create, maintain, and improve technical documentation, knowledge base articles, troubleshooting guides, and operational procedures.
- Analyze ticket trends, identify recurring issues, and recommend process improvements to enhance service quality and operational efficiency.
- Mentor and support Level 1 technicians through coaching, documentation reviews, and technical knowledge sharing.
- Participate in an on-call rotation to provide after-hours support for critical production incidents when required.
Requirements
- College diploma or university degree in Computer Science, Information Technology, or a related field.
- Minimum of 3 years of hands-on IT support or help desk experience in a technical support environment.
- Strong knowledge of Microsoft Active Directory, Microsoft Exchange, Microsoft 365, and Windows-based enterprise environments.
- Experience supporting servers, end-user devices, networking technologies, and common business applications.
- Familiarity with virtualization platforms such as VMware or Hyper-V, networking fundamentals, VoIP, backup solutions, and infrastructure management.
- Working knowledge of PowerShell scripting for automation and administration tasks.
- Experience using help desk ticketing systems, RMM platforms, and technical documentation tools.
- Understanding of ITIL principles and willingness to obtain ITIL Foundation certification within six months of employment.
- Experience working in a Managed Service Provider (MSP) environment is highly desirable.
- Microsoft, Azure, CompTIA, virtualization, or ITIL certifications are considered strong assets.
- Excellent analytical, communication, documentation, customer service, and mentoring skills.
Benefits
- Competitive salary of $65,000–$75,000 plus eligibility for a discretionary bonus.
- Comprehensive health and dental coverage, including a flexible Health Spending Account (HSA).
- Group RRSP matching program to support long-term financial planning.
- Continuing education, professional development, and tuition assistance opportunities.
- Flexible work-from-home options where applicable.
- Employee recognition and rewards program.
- Collaborative, inclusive, and supportive team culture.
- Opportunities to work on innovative client projects with modern cloud and infrastructure technologies.
- Casual dress code, free snacks and beverages, on-site parking, and company-sponsored lunches.
- Regular team events and social activities that encourage collaboration and connection.
- Additional compensation or time off for participation in the on-call support rotation.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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